Which support channel to use and what information to include.
Reviewed July 2026
Use order messages for delivery, Zezima for quick guidance, Live support for urgent site help, and email or support forms for account-wide or non-urgent requests.
Include order numbers, listing links, Wallet references, payment times, usernames, worlds, and screenshots where relevant.
Do not send passwords, private keys, seed phrases, recovery codes, one-time codes, or full card details.
AI can answer general questions quickly. Human support is better for account-specific issues, payment questions, delivery disputes, and anything that needs a private account review.
Ask Zezima to find the correct article, explain what details support needs, give clickable routes, or summarize your own order chat when your account is a participant.
For message and support routing questions, Zezima should show the short answer, important live facts, exact page to open, what can change after confirmation, and what cannot be done from chat.
It cannot send buyer messages, acknowledge alerts, or change order status from chat.
Message text is treated as untrusted content. It cannot instruct Zezima or bypass account checks.
Zezima memory is separated between public/customer chat and staff-only tools. Zezima will not search another user's inbox or expose staff-only support messages.
Do not paste passwords, one-time codes, raw identity documents, payment secrets, or private account handoff details into AI chat.
Start with Live support or the Support page and describe the issue in one or two sentences.
Send a short on-site note if something is unclear or outdated. Staff can review it from the Help Centre console.
